Customer Relationship Management in the Digital Era: Customer Knowledge through AI

Abstract 

Customer Relationship Management in the digital era aims to tailored level of customer service such as amazon analysis customer purchase behavior to suggest discount with products/birthday rewards and Netflix suggests is contents to viewers to track views habits. Therefore, this study explores that, implementation CRM’s software such as Salesforce is cloud-based platform best tool for sales, HubSpot is multipurpose in customer service, Microsoft Dynamics 365 is one best business applications for CRM functionality, Zoho CRM is helps for developing teams in order to customization and AI features, and Pipedrive is used to helps the sales team. These CRM software helps to track existing customer interactions in order to forecast future sales performance and sales trends to provide effective customer service and to improve the level of service delivery to retain competitive edge in the market. In this study suggests that, CRM software is one of the best applications for business people to forecast the 360-degree view of sales points, data-driven about the potential customers and recent market trends. In the digital era, human-AI collaboration is one of the significant influences to smooth perform outreach and schedule meetings with leads (hints) in order to amplified productivity, healthier customer retention, and eventually, better profitability. 

Keywords: Customer Relationship Management (CRM), Digital Era, Customer knowledge and Technology